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IS SUPERVISOR: Assist in supervising the instant Service function; ensure staff is properly trained including service expectations, hotel facilities and services, local directions, safety and emergency procedures, etc. Answer incoming phone calls in a timely and professional manner and handle room service orders (follow established script to encourage up-selling with room service orders) via phone from guests. Efficiently and professionally handle multiple incoming calls at once. This role is high-pressured multi-tasked position, having continuous communication with the in-room dining servers on amenity coordination and all deliveries, acting as central communications point during emergency and/or crisis situations and promptly route internal/external calls to its destination. Answer calls within prescribed time frame, respond to caller in a professional manner and according to established scripts and standards, provide callers with local directions and general information in a courteous and accurate manner, etc. Respond to in-house guest concerns or complaints in a timely manner. Follow emergency, safety and security procedures including calling local fire, police, poison control, etc. for assistance. This position processes forms of payment for room service orders to include room charges, credit card and cash. Articulate and repeat each order to the guest before hanging up, using guest name and title and close checks to correct guest's room account. Make appropriate service recovery gestures according to established guidelines. Promote teamwork and quality service through daily communications and coordination with other departments. Be aware and prepare for all in-house group meetings and VIP arrivals. Notify management of any malfunctioning telephone equipment or accessories. May operate in-house paging system as well as serve as base communications with security and maintenance departments. Provide wake-up calls to guest's rooms and perform other duties as assigned such as recording incoming packages, mail, or faxes and promptly notify guests. The Service Express Team Leader position will also share Reservation Agent responsibilities when business dictates and/or to cover time off requests. May assist with other duties as assigned.

QUALIFICATIONS:

Basic reading and writing plus six months experience as a phone/switchboard operator and one year of supervisory experience preferred.

High School Diploma or equivalent.

Must speak fluent English, Bilingual is a plus.

Proficient in MS Word/Excel and Power point is a plus.

Excellent organizational skills are essential, must be able to multi task, have outstanding attitude, enthusiasm, and professionalism.

Must have previous experience in a customer service position required.

Must have strong conflict resolution skills and MUST possess strong leadership and relationship skills. (Must have clear, concise verbal & written communication skills.)

Reading and writing abilities are utilized often when completing departmental records/logs and taking messages for guests or hotel staff.

Must work well with others, be motivated, and display a positive energetic persona.

Professional demeanor and appearance.

Must be guest service focused, and understand expectations of hospitality demands.

The ability to deal with internal & external guests with a high level of professionalism, tact and diplomacy.

Ability to work effectively in a team environment and with different levels of management.

Must be results orientated with ability to be flexible.

Must have a flexible schedule, and required to work nights, weekends, and/or holidays.

This job requires ability to perform the following:

Handle multiple incoming calls.

Working with a keyboard.

Speak, listen, and use a keyboard to type or route messages, usually done while sitting down.

IS Supervisor - Monterey, CA

IS SUPERVISOR: Assist in supervising the instant Service function; ensure staff is properly trained including service expectations, hotel facilities and services, local directions, safety and emergency procedures, etc. Answer incoming phone calls in a timely and professional manner and handle room service orders (follow established script to encourage up-selling with room service orders) via phone from guests. Efficiently and professionally handle multiple incoming calls at once. This role is high-pressured multi-tasked position, having continuous communication with the in-room dining servers on amenity coordination and all deliveries, acting as central communications point during emergency and/or crisis situations and promptly route internal/external calls to its destination. Answer calls within prescribed time frame, respond to caller in a professional manner and according to established scripts and standards, provide callers with local directions and general information in a courteous and accurate manner, etc. Respond to in-house guest concerns or complaints in a timely manner. Follow emergency, safety and security procedures including calling local fire, police, poison control, etc. for assistance. This position processes forms of payment for room service orders to include room charges, credit card and cash. Articulate and repeat each order to the guest before hanging up, using guest name and title and close checks to correct guest's room account. Make appropriate service recovery gestures according to established guidelines. Promote teamwork and quality service through daily communications and coordination with other departments. Be aware and prepare for all in-house group meetings and VIP arrivals. Notify management of any malfunctioning telephone equipment or accessories. May operate in-house paging system as well as serve as base communications with security and maintenance departments. Provide wake-up calls to guest's rooms and perform other duties as assigned such as recording incoming packages, mail, or faxes and promptly notify guests. The Service Express Team Leader position will also share Reservation Agent responsibilities when business dictates and/or to cover time off requests. May assist with other duties as assigned.

QUALIFICATIONS:

Basic reading and writing plus six months experience as a phone/switchboard operator and one year of supervisory experience preferred.

High School Diploma or equivalent.

Must speak fluent English, Bilingual is a plus.

Proficient in MS Word/Excel and Power point is a plus.

Excellent organizational skills are essential, must be able to multi task, have outstanding attitude, enthusiasm, and professionalism.

Must have previous experience in a customer service position required.

Must have strong conflict resolution skills and MUST possess strong leadership and relationship skills. (Must have clear, concise verbal & written communication skills.)

Reading and writing abilities are utilized often when completing departmental records/logs and taking messages for guests or hotel staff.

Must work well with others, be motivated, and display a positive energetic persona.

Professional demeanor and appearance.

Must be guest service focused, and understand expectations of hospitality demands.

The ability to deal with internal & external guests with a high level of professionalism, tact and diplomacy.

Ability to work effectively in a team environment and with different levels of management.

Must be results orientated with ability to be flexible.

Must have a flexible schedule, and required to work nights, weekends, and/or holidays.

This job requires ability to perform the following:

Handle multiple incoming calls.

Working with a keyboard.

Speak, listen, and use a keyboard to type or route messages, usually done while sitting down.

Job Details

Reference #

46870

Posted on

09 Sep 2019

Closes on

09 Oct 2019 10:42

Property name

Location(s)

Monterey, CA

City Name

Department

Career level

Entry

Hours/Status

Full-time

Pay range ($low)

17.5

Pay range ($high)

17.5

Bonuses

Yes

Benefits

Great work environment, benefits, bonus program, tuition reimbursement and more!